Patient Experience Coach RN

Where You’ll Work:Located in the Phoenix, Ariz., suburb of Gilbert, the Mercy Gilbert Medical Center, is a 198-bed, not-for profit hospital with more than 1,300 team members and almost 900 doctors on staff representing all major specialties. In 2014, Phoenix Children’s Hospital launched a 22-bed pediatric unit inside the hospital. Mercy Gilbert opened in 2006 and has been a vital part of the growing community. Today it is the fifth largest employer in Gilbert. During the fiscal year ending June 30, 2016, Mercy Gilbert provided more than $24 million in community benefit. As a result of Dignity Health’s mission to deliver health care and partner with the community, more than 42,000 people in the East Valley were reached through community health services. For more information visit: https://www.dignityhealth.org/arizona/locations/mercygilbert. Job Summary and Responsibilities:In partnership with the Dignity Health Director of Patient Experience, this position serves as a leader of system wide initiatives designed to significantly improve the patient and family experience. As a resource on PEX issues, this person provides direction, expertise, leadership, education, and supportive resources to the assigned facilities. Incorporating human factors principles and evidenced based practice, this person will lead and assist facility leadership and staff in the successful achievement of identified goals with a focus on improving patient safety and reducing exposures of the organization. With minimal supervision, this strategic business partner will support performance improvement and identifying gaps and solutions through data analysis, presentation and action for the hospital and be responsible for on-site direct observation of front line staff. The coach will provide feedback and coaching to caregivers and leaders with respect to the observations of specific behaviors. The behaviors under observation are a standard for across Dignity Health. The intended purpose of these behaviors is to achieve an exceptional experience for patients and as a demonstration of humankindness to patients, families and co-workers. This position takes a leadership role and skills to assess the patient experience. This position customizes his/her approach to best align with each organization’s starting point and day-to-day/week-to-week analysis of specific behaviors and data. This position is a key driver in implementing the Dignity Health Way of patient experience, serving as a highly visible coach to front line caregivers, staff and providers. This work will be done during various shifts, including some week-end and p.m. shifts. Job Requirements:Minimum: BSNThree years or more experience as an RNCurrent AZ state RN license in good standingAmerican Heart Association BLSCrucial Conversations.Measurevention experienceAbility to manage ones own schedule and proactively improve the patient experiencePossess strong communication skills and effective interpersonal, professional and leadership capabilities.Ability to present information, to a wide variety of audiences, in a formal and informal setting.Effective verbal and written interpersonal and communication skills.Ability to utilize PC-based softwareExperience with statistical analysis and interpretation of data along with strong analytic and problem solving skillsStrong organization and research skills.Preferred: 1 year in management /supervisory (charge nurse, shift lead) or similar healthcare leadership role with five (5) years or more experience preferred.ED position Emergency Medicine experience preferred

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